Withdrawal delays
Winnings requested but not paid, or payment held without a stated reason.
We don’t take sides.
We take cases.
Trustera ADR is an independent body that resolves disputes between players and online gaming operators licensed in Anjouan, Tobique and other offshore frameworks — in writing, on the evidence, within fixed deadlines.
- Cost to the player
- USD 0 free, whatever the outcome
- Claim range
- 50 – 500,000 USD, per Rules §2
- Operator reply window
- 14 days then the record closes
- Decision target
- 90 days from a complete file
/01
What we decide
Bonus disputes
Promotions voided, wagering terms applied retroactively or read against you.
Account closures
Accounts blocked or confiscated with funds inside and no clear grounds.
Game outcomes
Results you believe were mis-settled, voided bets, malfunctioning games.
KYC & verification
Documents accepted at deposit, rejected at withdrawal — verification used as a wall.
Not sure your dispute qualifies?
Check admissibility →Six questions. Sixty seconds. A straight answer with the rule that applies.
/02
How a case moves
Deadlines from the Rules of Procedure- Day 0
01 You file the claim
One form, in writing, with your evidence attached. Free of charge, and it stays free whatever the outcome.
- ≤ 3 weeks
02 Admissibility check
The Secretariat tests the claim against the Rules — amount, timing, prior complaint to the operator — and gives a reasoned answer.
- 14 days
03 The operator answers
The operator receives the file and must reply within fourteen days. Silence does not stall the case: it proceeds on the available record.
- Review
04 An arbitrator decides
A sole arbitrator reviews the record against the operator’s terms, the licence conditions and general legal principles. Above USD 100,000, experts join the panel.
- ≤ 90 days
05 A written outcome
A reasoned decision in writing — binding on operators that have submitted to Trustera. The court route always remains open to you.
Full procedure, admissibility grounds and appeal routes: Rules of Procedure, v1.2
/03
Weighed against the alternatives
| Trustera ADR | Court | Complaint to regulator | Doing nothing | |
|---|---|---|---|---|
| Cost to the player | Free | Fees & counsel, often abroad | Free | The loss itself |
| Typical horizon | ≈ 90 days | Months to years | Open-ended | Permanent |
| Outcome | Written decision — binding on subscribed operators | Judgment, if jurisdiction can be established | Possible licence action; rarely individual redress | None |
| Confidentiality | Confidential; decisions published anonymised | Public record | Varies | — |
ADR does not close the courtroom door — Rules §7 preserves your right to litigate.
/04
Independence, by design
“An adjudicator no one can lean on is worth more to an operator than one who leans their way — because only the first kind is believed.”
§10
Players pay nothing, ever. Our funding comes from operator subscriptions — never from case outcomes.
§3
Arbitrators must disclose any interest or relationship that could colour their judgement, and stand aside when it does.
§8
Decisions are published in anonymised form. An institution that can be checked has a reason to be careful.
For licensed operators
Your licence asks for it.
We answer for it.
Anjouan, Tobique and other offshore frameworks expect licensees to give players an independent route for unresolved complaints. A Trustera subscription puts a named, working ADR body behind your terms and conditions — with claim intake off your support desk and a fourteen-day, in-writing procedure your compliance team can point to.
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The registry
Rules §8 — anonymised publicationEvery decision we issue from 18 Jul 2026 onwards is published here in anonymised form — case reference, framework, category, amount band, outcome and the holding in brief. No names, no operators identified. Just the reasoning, on the record.
Open the registry →